The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
Traditional marketing knowledge would tell you that the only way to grow your business is by acquiring new customers – and to some extent, that’s true. But if your business already has a customer base, there’s good news: by focusing on better understanding the customers you already have, you can move the needle more predictably — and more impactfully — than by marketing to new customers.
Download the White Paper to learn:
What types of customer data leading businesses prioritize
How to gather high-quality customer data
Ways to analyze and use your customer data to drive hard revenue
Examples of leading businesses that you can copy today
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
Traditional marketing knowledge would tell you that the only way to grow your business is by acquiring new customers – and to some extent, that’s true. But if your business already has a customer base, there’s good news: by focusing on better understanding the customers you already have, you can move the needle more predictably — and more impactfully — than by marketing to new customers.
Download the White Paper to learn:
What types of customer data leading businesses prioritize
How to gather high-quality customer data
Ways to analyze and use your customer data to drive hard revenue
Examples of leading businesses that you can copy today
The successful analytics organization - Epsilon and Transamerica, LIMRA Data ...Epsilon Marketing
Epsilon and Transamerica recently co-presented The successful analytics organization at the LIMRA Big Data Analytics Conference. The session was well attended and thought-provoking.
Snipp Webinar With Loyalty360 - The State of Loyalty in 2017Snipp Interactive
Loyalty in the US is at a tipping point. With the number of companies entering the marketplace and competing for consumer attention skyrocketing, capturing consumer loyalty is not an option - it is essential to the survival of brands. In fact, according to eMarketer, the majority of US marketers intend to allocate more of their budgets to customer loyalty in 2017, with many anticipating significant increases in spending on loyalty.
However, knowing how to spend your budget on loyalty is part in parcel to succeeding in the market place. Join Snipp and Loyalty360 as we examine the state of loyalty in 2017, bringing brands the information they need to ensure loyalty initiatives are focused, strategic, and ultimately, will win over consumers for the long term.
In this webinar, you will learn:
• Key trends for loyalty in 2017, such as the importance of “Lifestyle Loyalty”
• Best practices for setting up winning programs. Want to know how to incorporate the Internet of Things into your own loyalty program? We’ve got you covered!
• A specially developed model & framework developed by our industry leading loyalty consultants to keep you on track as you plan for and manage your loyalty initiatives
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
Shoppers love customer loyalty programs, but most ecommerce sites get it wrong. Learn how to launch a profitable rewards program that boosts your bottom line.
You'll understand why customer loyalty programs matter, how they contribute to long term profitability and how to launch an effective program
The customers overall commitment to the brand or service, in part because of an emotional attachment to that relationship, and the consistency of the brand that ensures an elite level of trust between the brand and the consumer.
Bank Loyalty Programs: What it Takes to Earn Customer Loyalty
Every brand seeks to build loyalty among its customers, and banks are no exception. In fact, banks wish to foster a great deal of loyalty. In addition to checking and savings accounts, today's banks hope that consumers will open retirement accounts, and borrow money to purchase cars and homes from them.
Today's bank loyalty programs are based on the idea that customers should be rewarded for their entire relationship with a bank. This strategic approach to fostering customer loyalty creates revenue cross – and up-sell activities, retention, increased sales, resource efficiency, and drivers the acquisition of new customers.
While the upside of customer loyalty is great, getting loyalty and customer engagement right is a tricky recipe. These 7 tips can help ensure you are successful.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Email marketing presentation delivered at Email Expo in Frankfurt. Presented to a small audience of email marketing interested brands and email marketing experts from attending exhibitors.
Videos are found at www.marketingtelly.com
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...TheFocusGroup
Regardless of the type of organisation, you need to mine your data to provide a truly customer-centric offering. Your data should be at the heart of your product strategy. Amanda encourages organisations to explore under the tip of the iceberg, diving deep into the data you hold on them to maximise your sales and profits.
Doug Sumner Distribution Models PresentationDoug Sumner
A presentation on financial services distribution models (with an emphasis on Bancassurance and Life Insurance) that I gave a little while ago in Thailand. I\'m happy to discuss if any one is interested.
Econometrics for marketing
“Half my advertising spend is wasted; the trouble is, I don’t know which half.”
– John Wanamaker
“the long term is not simply the adding up of short terms.”
– Peter Drucker
“We want to enable Audience First Marketing; how do we measure its commercial impact?”
– Marketers with a customer-centric mindset
Marketing mix modeling | Econometrics brand valuation | Audience first marketing | Econometrics for marketing | Marketing measurement
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Customer Loyalty Part 3 - Customer Experience (CX)Gail Carson
Be realistic about how you define your CX success range – the range where your products and services comfortably add value to meet your prospects’ and clients’ needs and expectations. Create a great CX strategy that works in concert with brand equity programs, and you’ll build the loyalty you need.
Snipp Webinar With Loyalty360 - The State of Loyalty in 2017Snipp Interactive
Loyalty in the US is at a tipping point. With the number of companies entering the marketplace and competing for consumer attention skyrocketing, capturing consumer loyalty is not an option - it is essential to the survival of brands. In fact, according to eMarketer, the majority of US marketers intend to allocate more of their budgets to customer loyalty in 2017, with many anticipating significant increases in spending on loyalty.
However, knowing how to spend your budget on loyalty is part in parcel to succeeding in the market place. Join Snipp and Loyalty360 as we examine the state of loyalty in 2017, bringing brands the information they need to ensure loyalty initiatives are focused, strategic, and ultimately, will win over consumers for the long term.
In this webinar, you will learn:
• Key trends for loyalty in 2017, such as the importance of “Lifestyle Loyalty”
• Best practices for setting up winning programs. Want to know how to incorporate the Internet of Things into your own loyalty program? We’ve got you covered!
• A specially developed model & framework developed by our industry leading loyalty consultants to keep you on track as you plan for and manage your loyalty initiatives
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
Shoppers love customer loyalty programs, but most ecommerce sites get it wrong. Learn how to launch a profitable rewards program that boosts your bottom line.
You'll understand why customer loyalty programs matter, how they contribute to long term profitability and how to launch an effective program
The customers overall commitment to the brand or service, in part because of an emotional attachment to that relationship, and the consistency of the brand that ensures an elite level of trust between the brand and the consumer.
Bank Loyalty Programs: What it Takes to Earn Customer Loyalty
Every brand seeks to build loyalty among its customers, and banks are no exception. In fact, banks wish to foster a great deal of loyalty. In addition to checking and savings accounts, today's banks hope that consumers will open retirement accounts, and borrow money to purchase cars and homes from them.
Today's bank loyalty programs are based on the idea that customers should be rewarded for their entire relationship with a bank. This strategic approach to fostering customer loyalty creates revenue cross – and up-sell activities, retention, increased sales, resource efficiency, and drivers the acquisition of new customers.
While the upside of customer loyalty is great, getting loyalty and customer engagement right is a tricky recipe. These 7 tips can help ensure you are successful.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Email marketing presentation delivered at Email Expo in Frankfurt. Presented to a small audience of email marketing interested brands and email marketing experts from attending exhibitors.
Videos are found at www.marketingtelly.com
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...TheFocusGroup
Regardless of the type of organisation, you need to mine your data to provide a truly customer-centric offering. Your data should be at the heart of your product strategy. Amanda encourages organisations to explore under the tip of the iceberg, diving deep into the data you hold on them to maximise your sales and profits.
Doug Sumner Distribution Models PresentationDoug Sumner
A presentation on financial services distribution models (with an emphasis on Bancassurance and Life Insurance) that I gave a little while ago in Thailand. I\'m happy to discuss if any one is interested.
Econometrics for marketing
“Half my advertising spend is wasted; the trouble is, I don’t know which half.”
– John Wanamaker
“the long term is not simply the adding up of short terms.”
– Peter Drucker
“We want to enable Audience First Marketing; how do we measure its commercial impact?”
– Marketers with a customer-centric mindset
Marketing mix modeling | Econometrics brand valuation | Audience first marketing | Econometrics for marketing | Marketing measurement
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Customer Loyalty Part 3 - Customer Experience (CX)Gail Carson
Be realistic about how you define your CX success range – the range where your products and services comfortably add value to meet your prospects’ and clients’ needs and expectations. Create a great CX strategy that works in concert with brand equity programs, and you’ll build the loyalty you need.
Driving Lifelong Customer Devotion With Loyalty Campaigns ConfirmationTrustpilot
The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
This is the presentation from our Exclusive Sydney CBD Event 7:30am August 24th 2017 as Industry Leaders shared their insights and thoughts on how to achieve scale and success with Social.
Todays top performing companies compete based on customer experience. Todays customers want a SMARTER customer service experience through their social channel of choice — one that is both FAST and PERSONAL. In fact, 64% of customers expect companies to respond and interact with them in real-time or they will take their business elsewhere.
What was covered?
* Social Customer Service & Crisis Management - How to offer a ubiquitous and robust service experience across social
* Social Listening - How to drive strategic decisions across your business based on customer and competitive insights
* Social Leads - How to generate Social leads for your sales team to nurture
* Command Centre - How to drive change and awareness within an organisation by making your internal stakeholders aware of everything that's happening on Social, Email, Web, Ads, Journeys and through Sales Leaderboards
At this exclusive event we learned how major brands are able to listen to their customers at scale, control communications in a crisis, and engage with their customers with personal service, in an instant... creating advocacy in this culture of immediacy.
Agenda:
* 7:30am Registration and Networking
* 8:00am Opening Remarks
* 8:05am Presentation: Adam Brown
* 8:45am Panel Discussion
* 9:05am Closing Remarks
* 9:15am Networking
Presenter
Adam Brown is Executive Strategist for Salesforce Marketing Cloud. He and his team deliver integrated social marketing strategy to customers and work with product teams to develop the best marketing products and solutions in the industry. Before joining Salesforce in May of 2013, Adam was Executive Director of Social Media at Dell, where he led the company’s consumer strategy around social media marketing, engagement and social commerce initiatives. Adam joined Dell in 2010 after spending four years creating and leading the Office of Digital & Social Media at The Coca-Cola Company.
Marketing Revealed: How Retail and Digital Marketers Drive TransformationG3 Communications
View the full webcast here: http://rtou.ch/2kErvmS
Learn how more than 500 Retailer and Brand Marketing Leaders are trailblazing the way to a Marketing Revolution.
Do you have what it takes to be America’s Next Top Multifamily Marketer? In today’s competitive environment, it takes a fierce marketing strategy to position your company and communities ahead of the competition; and this session will equip you to make-over your existing marketing plan into a Super Model of success. You’ll learn the key characteristics that speak desirability to today’s consumer; how to create a truly unique selling proposition that far outshines the competition; the hottest advertising vehicles available today and how to use and leverage them for maximum ROI; when, where and how to market to today’s sales-savvy consumers in ways that they’ll accept; and much, much more!
3 Ways to Find An Edge For Your B2B Ads with LinkedInsaastr
Derek Yueh, Partnership Lead, The B2B Institute @ LinkedIn
Brenda Fridman, Senior Director, LinkedIn Marketing Solutions @ LinkedIn
There is no advantage to going with the crowd. The competitive edge lies in being contrarian and right. In this session, LinkedIn’s B2B Institute will focus on three strategies that focus on how advertising actually works, what the goal of your advertising should really be, and why less is always more when it comes to B2B ads.
Everyone is clamoring for the attention of your customers, and the commotion is making them tune out. How do you cut through all of the racket so you can reach the people who actually want what you have to offer? We surveyed 150 marketers to find out, and the results are in The State of Customer Acquisition, a report that outlines the strategies and tactics they found most effective.
Hear from TOMS’ Director of Customer Experience, Stacy Carpenter, and SheerID’s Vice President, Bill Schneider, for a 45-minute webinar in which they share the report’s top findings and discuss:
* New techniques to differentiate your message
* Which type of promotions are most effective and why
* How to lower your customer acquisition costs
presented by Rob Bentley and Paul Reiman of Hewitt Associates at the TrueConnection 2008 Sales Performance Management Conference, hosted by Callidus Software
Word of Mouth - A Prescription for a Bad EconomySean Moffitt
The 12 reasons why word of mouth is the tonic for this marketplace and this economy (from Sean Moffitt, Agent Wildfire - Canada's Word of Mouth Experts)
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Agency Managed Advisory Board As a Solution To Career Path Defining Business ...
Culture To Build Loyalty 090920
1. Beyond the Marketing Department:Creating an Organizational Culture that Builds Loyalty Thinking of bolting on a Loyalty Program? Be careful…
2. Do you think this is an issue? Do Loyalty Programs always work?
3. Physics envy “In physics, it takes three laws to explain 99% of the data; in finance, it takes more than 99 laws to explain about 3%...Economists consequently suffer from physics envy.” Emanuel Derman “Beware of Economists Bearing Greek Symbols” HBR October 2005 marketing 1 Marketers
4. Loyalty physics – the dream Loyalty Program Marketing Strategy Loyalty Program Marketing Strategy
9. The type of gift matters Love Status Information Service Goods Money Particular Tangible
10. Obligation to return the gift in kind Receive discounts – repay with a transaction Tangible repays tangible Receive great service – repay with tendency to loyalty Intangible repays intangible Receive personalised relevant status gifts – repay with loyalty and recommendations Particularist repays particularist
11. Intangible, particularist gifts create advocates Particularist gifts require trust. It matters who gives the gift, both parties must know each other. This takes time and interaction, making these gifts more expensive than cash discounts. This is where loyalty programs fit – but ‘hands-off’ points & prizes not enough because Intangible gifts must be relevant to have value to the customer; insight into needs and preferences is required. “Loyalty programs are the price you pay for customer data. You make money through the careful use of this data.” Traditional
12. Customer loyalty; here’s the payload Impact of improving retention, acquisition cost, and margins on customer value Base Case: 70% customer retention Gupta, Lehmann & Stuart “Valuing Customers” Marketing Science Institute No. 01-119
14. New Model of Value Creation Influenced to visit community. Some pass along. Pass Along No community visit, but positively influenced. Some pass along. New model: C2C Old model: B2C Each interaction is an impression 1000 impression = $10 $10 CPM = $0.50 CPI Pass along continues
16. Payload Recommendation Loyalty program customers are 70% more likely to advocate for the brand (Colloquy) 55% 32% Not in program In Program Loyalty Programs can help if WOM is your strategy
17. Alleviating Physics Envy Marketing’s Quantum mechanics is reciprocity Marketing’s chain reaction is WOMM Marketing’s Uncertainty Principle
18. Customer engagement & measurement changes behaviour “…customers we surveyed were more than three times as likely to have opened new accounts, were less than half as likely to have defected, and were more profitable than the customers who hadn’t been surveyed.” Paul M. Dholakia and Vicki G.Morwitz“How Surveys Influence Customers” HBR 2002 Hawthorne is a place in the UK and an important Marketing Principle
25. Customers are not paying attention to us Coca Cola, MSI presentation May 2008
26. They prefer to talk to each other… What happens in Vegas stays on YouTube, Flickr, Twitter, Facebook… There are over 200,000,000 Blogs 54% = Number of bloggers who post content or tweet daily Because of the speed in which social media enables communication, word of mouth now becomes world of mouth 25% of search results for the World’s Top 20 largest brands are links to user-generated content 34% of bloggers post opinions about products & brands People care more about how their social graph ranks products and services than how Google ranks them 78% of consumers trust peer recommendations Only 14% trust advertisements
28. Good service is not enough “…75% of customers that defect to a competitor claim that they were satisfied with the enterprise [service] from which they defected.” Gartner Group, CRM analytics and personalization "No one wants to hear this, but there is very little evidence that customer satisfaction is related to loyalty. In our studies, 65-70 percent of all people dissatisfied with a call still will repurchase from that company. However, 40-50 percent of satisfied customers will go on to purchase from someone else." Yankee Group, reported in CRMDaily.com
29. “Consumers are like roaches, we spray them with marketing and for a time it works. Then inevitably they develop a resistance.” Bond & Kirshenbaum – “Under the Radar– Talking to Today’s Cynical Consumer” What’s the answer?
102. Customer relationship capability, a corporate competence, depends upon; Orientation: an organization’s priorities towards customer relationships & decision making criteria Information: including databases and CIF Configuration: the alignment of organization structures, accountabilities and incentives for customer retention. Day & Van den Bulte “Superiority in Customer Relationship Management: Consequences for Competitive Advantage and Performance”. Marketing Science Institute No. 02-123
108. Loyalty Remember The “virtuous cycle” Remember CustomerInteraction Customer Interaction(better)Customer tells you more Customer Interaction(even better)Sales more efficient,less waste, more profit Increasing convenience for Customer, “switching costs” escalate over time.
109. d i c i Relationships: Four implementation tasks 1. Identifycustomers, individually and addressably 2. Differentiate them, by value and needs 3. Interactwith them more cost-efficiently and effectively 4. Customisesome aspect of the enterprise’s behavior Peppers and Rogers
110. “Ten Lessons for Improving Service Quality” Leonard Berry, A. Parasuraman, V.A. Zeithaml Marketing Science Institute No. 03-001, 2003 Customer satisfaction still has a role
111. Making the relationship sequence critical CustomerAdvocacy RelationshipMarketing CustomerSatisfaction Quality Glen L. Urban, “Customer Advocacy – is it for You?” eBusiness@MIT Sloan School of Management Paper 175 Personalise for loyalty Pre-requisite: Trust
113. IBM Research found: companies with a customer loyalty Orientation have 5 elements CRM done right: executive handbook for realizing the value of CRM By: Steve LaValle and Brian Scheld
114. 1. A Business Case: Why a customer loyalty strategy? Return on investment; where is the money & how much? Where customer plans fit with other strategic projects; enough corporate resources for success?
115. 2. Change Management Plan Data driven System thinking Courage Letting go of old behavior Strategic Context for thinking Strategy Customer focused Trust Process Management Improvement Scorecard Trust Balanced view Blame-free environment Employee Behaviors Personalaccountability Open communication Management Behaviors Senior Executive Buy-in Explicit Change Management Project Plan
116. People make the difference: “Change Roles” Change Agent Change Target Change Advocate Change Sponsor Individual/group who legitimizes the change Individual/group responsible for change implementation Individual/group who actually changes (stakeholders) Individual/group who wants change, but lacks legitimization power
117. 3. Treatment Plans What types of customers do you have? Which are most valuable? How do they behave differently? How will we treat each type to optimise value to them and the company? What parts of the treatment plans can we deliver through Loyalty Program, eDM, DM, Contact Centre, Office staff etc What do our staff need, where is the value for them? What do our partners need, where is the value for them? Internal Stakeholder assessment & alignment
118. 4. Ideal Customer State:What work is to be done? A picture of strategy execution in the future, a blue print for, Organisation; the structure, support and development of our staff. Aligned reward systems. Process; the “way we do things around here”. Includes “what we measure”. Information; what data & insight do we provide to help our staff provide the optimum experience to customers Technology; what infrastructure support features do we need Capability gaps between current state and Ideal Customer State; this shows where the work is required to implement the strategy Risks; in closing the gaps Gaps and Risks are specific input into the next requirement….
119. 5. Customer Roadmap:Plan the work Plan to implement, task priority and ownership assigned. Project Governance formally in place.